September 30, 2010 Leave a comment
Week 10 and we’re on the home straight! This was obviously by far the broadest stimulus so far, and possible one of the trickiest. We have covered the potential use of blogging and wiki’s as well as the intergration of social networking into enterprise, but what about all of them working together? Some organisations have developed intranet based information guides to try to cover all of the FAQ’s raised by staff but these can often become outdated. Raising a question outside the scope of these guides often means asking your boss, who may not know, then they have to ask someone else, and then you have a game of chinese whispers.
The company that I decided to base this discussion around is the infamous ANZ bank. I chose this for two reasons, the first is my partner has worked for them for three years, and secondly for a company employing very advanced technologies they are lacking here. ANZ has a number of conventional enterprise systems that perform their day-to-day tasks, however I will be focussing on the retail or in branch side. Their main system is Oracles CRM (Customer Relationship management) SIEBEL. This looks after the majority of their retail level tasks including the opening and maintaining of customer accounts, conflict resolution and general inquiries. Coupled with another one of Oracles products, Peoplesoft, that handles all of ANZ’s internal financial and payroll duties ANZ has a well packaged off the shelf enterprise system.
But what about the people who are using this system? It can often be frustrating trying to learn a new system (ESPECIALLY SAP), and when a user is asked to perform a task outside their normal duties it can become disconcerting. As i said earlier ANZ has a fairly comprehensive intranet information guide in place but this is like reading an instruction manual to a space ship. People generally respond better to information written in their language with a degree of personality. This is where a corporate wiki can become useful with information to supplement the intranet. If there was a tool within the information pages that gives staff the opportunity to comment on or amend sections, or simply leave a helpful hint, it would personalise the whole process. It reassuring to know that someone else has been there before you and experienced the same issue.
The retail environment of a branch is a very sales oriented area as it is the ground level of the organisation. Every person that walks through those doors potentially has money to invest, or their existing cash could be better organised. Sitting on some money? How about a term deposit? Wanting to save for that holiday? How about a high interest savings account? Now all of this is taught to the personal bankers and they are expected to sell sell sell to every person they encounter, but other than water cooler conversation how can they exchange their experiences? An online wiki or blogging tool where each employee can read what is working in different branches and what is trending at any given time. This also would have huge advantages for the managers as they will see not just the facts and figures generated by the ERP system, but gain insight into how their staff are feeling as they go about their jobs. This extra insight should enable the manager to alter conflicting issues within a branch or add something that is missing.
ANZ is a truly massive organisation that spans several countries in the southern hemisphere. Posting a 2009 profit of $3.47billion and employing over 30,000 staff it thrives on efficiency and streamlined processes. By employing a widely used CRM system they have ensured that their internal systems are tried and true. Banking is an age-old and generally very conservative industry however they are one of the most advanced ICT consumers around. The use of secure internet banking, ATM’s, credit cards and now the mobile generation of iPhone apps and text to transfer they have demonstrated their willingness to adopt. Enterprise 2.o is rapidly improving nearly every industries productivity that has deployed it in its various forms. This seems like a natural progression for an organisation that invests so much in technology.
But really, with how many fees, charges and tariffs they slug us with they can afford it!